WordPress/Hosting Customer Support

JOB DESCRIPTION

We’re Sentree, a growing Managed Hosting and WordPress Maintenance company prioritizing excellent customer service. We are a remote team, but we maintain close ties and a collaborative team environment.

This full-time support team position is responsible for onboarding new clients and helping existing clients manage their websites. This role would include:

  • Communicating with clients via email, live chat, and, occasionally, phone calls.
  • Migrating new client websites to our platform (including website, DNS, email, and domain registration), as well as securing and optimizing the website.
  • Troubleshooting for clients, implementing solutions, and/or providing easy-to-follow instructions so customers can handle issues themselves.
  • Making changes to client WordPress websites (and occasionally ExpressionEngine, CraftCMS, custom PHP, or other CMS platforms).
  • Writing and updating internal and client-facing documentation, support articles, and blog posts.

POSITION REQUIREMENTS

  • Excellent written and oral communication skills, including the ability to interpret client requests and communicate technical details in an easy-to-understand manner.
  • Ability to grasp technical concepts quickly and document that knowledge.
  • A strong understanding of WordPress, websites, and website hosting, and a desire to learn more.
  • At least 2 years of experience with WordPress and website hosting.
  • Ability to be focused and self-disciplined in a remote work environment with at least 1 year working remotely.
  • Full-time availability from 9 AM – 5 PM in a US Timezone (Pacific Time preferred but not required).

DESIRED TECHNICAL SKILLS

  • WordPress site set up, migration, configuration of plugins and themes, and troubleshooting of website problems
  • Ability to edit HTML/CSS/SCSS/PHP files by hand (using a text editor alongside SFTP for access)
  • Linux command line
  • DNS management, including adding and updating DNS records (specific understanding of SPF records is helpful)
  • Git

TOOLS AND APPS WE USE

  • HelpScout (email)
  • Slack (team collaboration)
  • Asana (task management)
  • Toggl (time tracking)
  • Slab (documentation)
  • Google Docs (documents and spreadsheets)

COMPENSATION & BENEFITS

  • Remote work environment
  • Reimbursement for cell phone
  • Paid vacation and sick days
  • Parental leave
  • Health insurance
  • Career progression
  • $35,000 – $40,000/year starting salary with annual performance raises and bonuses
Company
Sentree
Job Type
Full Time
Location
N/A
Budget
$35,000 - $40,000/year
How to Apply
Via web form